Business Analyst

Key Responsibilities

• Oversee day-to-day BAU operations, ensuring high availability, performance, and reliability.
• Act as the primary point of contact for business users on system issues, service requests, and enhancements.
• Manage and priorities incidents, service requests, and change requests in accordance with SLAs.
• Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and relevant technology stakeholders.
• Ensure data quality, integrity, and proper usage across the system.
• Recommend and drive continuous improvements.
• Enforce governance and compliance with relevant policies and standards.
• Ensure adherence to data protection requirements under the Personal Data Protection Act (PDPA).
• Support enhancements and releases, including requirements analysis, testing, and deployment coordination.
• Maintain system documentation, SOPs, and knowledge base articles.
• Drive data quality, reporting, and analytics to support policy-making and operational insights.
• Manage vendors and support service delivery in an SLA-driven environment.

Qualifications / Requirements:

• Strong analytical, troubleshooting, and stakeholder management skills.
• Ability to manage vendors and work effectively in an SLA-driven environment.
• Proficiency with requirements management tools such as JIRA and Confluence.
• Experience independently managing IT projects, preferably within a government or public-sector environment, either as a Project Manager or in a dual Business Analyst/Project Manager capacity.
• Proficiency in frontend web development using ReactJS, JavaScript, HTML5, and CSS3.
• Experience collaborating with business users, UX designers, and developers to deliver responsive, accessible, and maintainable web applications.
• Knowledge and experience with relevant government digital platforms and tools would be an added advantage.